Business Relationship Management - Introduction
About the Lecture
The lecture Business Relationship Management - Introduction by IT Training Zone is from the course ITIL® Service Strategy. It contains the following chapters:
- Purpose and Objectives
- Scope
- Value
- Business Relationship Manager
- Exercise - Customer Portfolio
- Customer Satisfaction
- Service Requirements
- Strategic Partnerships
Included Quiz Questions
Which service provider types should develop Business Relationship Management capabilities?
- Type 1, 2 and 3
- Type 1 and 2 only
- Type 3 only
- Type 2 and 3
Which portfolio is Business Relationship Management responsible for managing and maintaining?
- Customer portfolio
- Service Portfolio
- Customer agreement portfolio
- Contract portfolio
Business Relationship Management needs to have a clearly defined scope. Which process has many overlaps with Business Relationship Management?
- Service Level Management
- Service Portfolio Management
- Capacity Management
- Availability Management
A service provider is having problems managing services. Staff from business units are ringing up and demanding changes, but it’s not clear if they are allowed to. What would fix this issue?
- Customer Portfolio
- Business Relationship Management
- Service Portfolio Management
- Customer Agreement Portfolio
Which of these risks can affect service providers?
- Customers change provider & Customers are very cost-sensitive
- Customers have a very stable business, Customers change provider & Customers are very cost-sensitive
- Customers have a very stable business & Customers change provider
- There are no risks
Which process is responsible for defining and maintaining a customer agreement portfolio?
- Service Level Management
- Business Relationship Management
- Service Portfolio Management
- Demand Management
Author of lecture Business Relationship Management - Introduction
IT Training Zone
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